I've been using WorldCall's Cable TV and Digital TV services since March 2009 and have been paying my quarterly bill on time. All of a sudden on September 1st the TV went blank. I waited a couple of hours just in case the blackout was the result of a power outage and then called the helpline. I was informed that there were no issues in my area and a complaint was registered. Nobody contacted me until 2 days later when a WorldCall team comprising of two men visited my premises and told me that the cable had snapped from the electricity pole and that they were "referring the case to maintenance". Several days later a maintenance guy named Iqbal visited and after inspecting the premises said my house was "too far from the pole where WorldCall's cable tv box was fitted" and that he would refer the case to "the design department" (I didn't know cable operators had design departments). This took place on September 7.
Nobody from WorldCall got in touch with me afterwards. I kept on trying to get an update on my complaint by calling the helpline but as usual, the only reply I ever got for the inefficient customer service staff, IF I managed to get through to them, was "we apologize for the delay and are forwarding this to the concerned department. thank you." After the Eid holidays, I lodged a second complaint since the first one hadn't been resolved for over 15 days. I then tried to get a hold of the maintenance guy who had visited my house on Sep 7 and asked him for an update as calling the helpline was absolutely useless. Iqbal informed me that he would ask his "design department" and let me know. When I called him back he said the "design department" would conduct some maintenance work to bring their box to the pole opposite to my house and then he would fix my connection OR if that wasn't possible, he would reconnect my cable exactly the way it was before it snapped. Unfortunately, Karachi witnessed a shutdown on Friday, Sep 17 and the guy never showed up.
Days passed and no one from WorldCall got in touch with me to confirm whether or not even one of my complaints had been resolved. And that too after I had sent several emails to email@example.com, firstname.lastname@example.org and email@example.com and filled out the complaint form on their site. Bear in mind that I had paid my quarterly bill in full just a couple of weeks before this problem occurred. I wonder how customers who DON'T pay their bills are treated if this is the treatment meted out to a one who pays on time.
As WorldCall left me with no other choice, I decided to lodge a complaint with PEMRA and called their Sindh regional office (http://www.pemra.gov.pk/contact.html). The guy took down my WC complaint numbers and contact info. Nothing happened for at least 5 days. I then sent an email firstname.lastname@example.org and email@example.com and also filled out the complaint form on pemra's site. The very next day, the guy who had taken down my complaint 5 days ago called me up, referred to my email and said he would get the matter resolved immediately. Nothing happened.
After several more days had passed, I received a call from a WorldCall rep who identified himself as Tahir and said he would get the matter resolved the very next day. Nothing happened. I then managed to get in touch with Iqbal when I called from a different number (he was avoiding my calls because he knew my cell number) and he informed me that his "design department" asked him to tell me to get a refund because it was "impossible to get the cable to my house as it was too far away from their pole". I was shocked and surprised that a maintenance guy was authorized to tell a paying customer to just get a refund. Keep in mind that no one from the complaint or customer service department ever got in touch with me during the 27 days that my complaint remained unresolved to tell me that I should get a refund as the problem couldn't be resolved.
I can't seem to understand how WorldCall can take my money, give me a cable tv connection and 1.5 years later claim that my house is too far away from their pole so they can't reconnect me after a cable snap. FYI, my house is located on main Allama Iqbal Road in PECHS right next to Tariq Road. It's not like I'm in Shikarpur or Dera Ghazi Khan. How odd is that? Or is this just another example of WorldCall's poor customer service, inefficiency and incompetence??? It's clear that they don't care if they lose business. It's all right with them to lose existing customers instead of trying to fix a problem and create opportunities to get more customers. What a shame! This is how people do business in this country. That's what you get when you have no consumer rights.
I do not have words to express my dissatisfaction and annoyance but thought it would be useful for the community here to know about my personal experience with WorldCall so that people think twice before choosing this company for any service. I'm sure there are hundreds of other dissatisfied cable TV subscribers and I'm not even talking about their internet service (everyone knows what that's like). Last year while paying my bill at WC's CS office in Clifton, I saw a middle aged woman complaining about a similar issue where WC had taken cable TV installation and monthly charges from her but never showed up to give her a connection for over a month. She was asking for a refund. That's just one more example.
Day 28. No resolution. No communication from any responsible or even irresponsible individual at WorldCall. Bill paid for three months in August.
I end this outburst/rant by saying: SHAME ON YOU WORLDCALL for poor management, even poorer customer service and pathetic/laughable maintenance. Even a 12 year old kid in the US or UK would know how to resolve a technical issue such as this and if not, how to go about informing a paying customer through the proper channel.
What a country yar!